1. Scope
This Service Level Agreement ("SLA") forms part of the Terms of Service. It covers Vinera CRM: the web app and the API that the web app and your integrations use. It applies to every Vinera CRM workspace for each calendar month starting with December 2026.
It does not cover Growth, Drive, Secure, Agents or Vinera Protect unless an Order says otherwise.
2. Our commitment
Vinera CRM will be available at least 99.9% of each calendar month, measured in Singapore time. 99.9% allows about 43 minutes of downtime in a 30-day month.
3. How we measure it
We check the sign-in page and the API from outside our hosting region at least every five minutes. A minute counts as downtime when Vinera CRM does not respond or returns server errors to all requests during that minute.
Monthly availability = (total minutes in the month − minutes of downtime) ÷ total minutes in the month. Minutes excluded under section 4 are not counted as downtime.
4. What is not counted
Planned maintenance that we announce at least three days in advance, up to four hours in a month.
AI features (the assistant Era, smart capture, document recognition, voice transcription and similar). When they are unavailable, the rest of Vinera CRM keeps working.
Third-party services you connect, such as email providers, messaging channels and payment providers, and problems with your own devices, network or internet access.
Suspension under the Terms of Service, features marked as preview or beta, and events covered by force majeure.
5. Service credits
If we miss the commitment in a month, we add bonus Credits to the affected workspace. The amount is a percentage of the larger of (a) that month's included Credits allowance and (b) the Credits you purchased in that month:
Below 99.9% but at least 99.0%: 10%. Below 99.0% but at least 95.0%: 25%. Below 95.0%: 50%.
Service credits are bonus Credits valid for 12 months from the date they are added. They have no cash value. They are your sole remedy for unavailability of Vinera CRM.
6. How to claim
Your workspace administrator sends a claim through an in-app support ticket or to hello@onevinera.com within 30 days after the end of the affected month, with the workspace name and the dates and times of the problem.
We confirm the result within 10 business days and add any Credits due within 5 business days after that.